Issue still resolved after 12 months!

Click here if this is your business
★★★★☆
3.9 / 5
From 7 reviews
71% of users recommend this
Click here if this is your business
  • Value For Money

Combs1's review of Octopus Energy - www.octopus.energy

★☆☆☆☆

“Issue still resolved after 12 months!”

Written on: 30/05/2020 by Combs1 (1 review written)

In January 2019 my elderly mother moved to a retirement complex. I transferred her electricity to Octopus (the property is electricity only). Octopus asked me toad the meter, which I duly did. Octopus asked us a month later to read the meter again and it was apparent the meter was not recording her usage. I contacted Octopus who were very helpful and arranged for the meter to be replaced.

Sadly from there on I it was a different story. It took months for the Octopus to actually arrange for the meter change. On the appointed day the meter engineer did not turn up. It took weeks to get an explanation and a rebook.

To cut a long story short it took 11 months to get the meter changed and, in order to reach that point I had to write direct to their CEO.

As my mother was without accurate billing for a year Octopus estimated her annual bills and, as a result of there tardy correction of the situation gave her a fair amount of compensation in the form of credit.

Recently my mother has been contacted again and asked for meter reading (please bear in mind this is a Smart meter that should send readings directly, and that she is housebound and unable to pop out to read the meter very easily).

mother explained to Octopus that reading the meter is difficult as in addition to disability she is shielding from Coronavirus. No problem say Octopus any chance of a family member sending a photograph to check the meter is working. Yep no problem.

Her is the but part - after a year of not amending her payment a member of staff emailed her today to change her tariff to a new one, one she had not asked for and one that is considerably more expensive.

To sum up, a year to get a meter changed, 15 month Slater they haven't sorted the billing and now she is being pressurised to take a more expensive tariff.

I can honestly say Octopus has provided the worst energy supply experience that anyone I know has ever had.

  • Value For Money

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Fussyfellow's Comment

Written on: 09/07/2020

A further update, we are in the process of transferring my mother to a different supplier as Octopus simply cannot get their act sorted out. They were asked to move her to "actual" payment (ie pay each bill in full). This has taken them over a month despite promising to do it straight away. Can their service get any worse I wonder?

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
Was this review helpful? 1 0